BUSINESS COMMUNICATIONS

CHAPTER 9 REVIEW

True/False

Even when you know how to organize routine, good-news, and goodwill messages, they are usually time consuming to compose.

The main idea in a routine, good-news, or goodwill message is usually placed in the middle paragraph.

The opening of a positive message is clear and concise.

"I am pleased to inform you that . . ." is a good standard opening for a positive message.

The middle part is typically the longest section of a routine, good-news, or goodwill letter.

The tone of a routine, good-news, or goodwill letter is straightforward and blunt.

A routine positive message never contains negative information.

If you are not sure that your audience will respond favorably to your message, use the indirect approach.

Routine, good-news, and goodwill letters leave readers with the feeling that the writer has their personal welfare in mind.

"I am overjoyed to have been able to bring you this great news" is a good standard closing for a positive message.

Few memos or letters are written in response to inquiries or requests for information.

Even if the answer to a request for information is straightforward, it is best to use the indirect plan.

How quickly and thoroughly you answer a letter of inquiry will affect the way the letter's author views your company and its products.

Complying with a request may be difficult, especially when the information requested is not immediately at hand.

A letter written on letterhead stationery constitutes a legal document and binds the company to any promises the writer makes.

A computerized form letter prepared with care may be more personal and sincere than a quickly dictated "personal" reply to a request for information.

When answering requests that involve a potential sale, use the indirect approach.

Multiple Choice

Which of the following openings is the best way to respond to a request for information about your company's product?

"Enclosed herewith please find a catalog of the full product line available from Techno Solutions."

"We have received your request for information about Techno Solutions products and in response are enclosing a copy of our catalog."

"Here is the catalog of catalogs, the complete and total solution to each and every one of the tiresome software applications problems that make your work days long, frustrating, and unproductive."

"Here's the copy of our catalog you requested: '101 Great Solutions to Software Slip-Ups.' You'll find it's full of interesting and useful products designed to help you maximize the benefits of your existing applications."

When answering requests for which no potential sale is involved, your goals are to answer all questions honestly and completely, and to

leave a favorable impression that prepares the way for future business or smooths working relationships.

create an opportunity to sell your company's product.

be persuasive.

use the indirect plan effectively.

When responding to a request from a fellow employee, you

don't need to worry about making a good impression.

can use a less formal tone.

use the same tone you would use to respond to someone outside the company.

do all of the above.

When responding to a customer complaint about one of your company's services, you

soften the situation with excuses such as "Nobody's perfect" or "Mistakes will happen."

use a generous, grudging tone.

use a standard form letter, with blanks left for filling in unique information in neat handwriting.

avoid blaming a specific individual or department for the problem.

The opening of a letter responding to a request for adjustment

starts with flattery to soften the customer up.

is "you" oriented.

apologizes for the problem.

promises that the problem will never happen again.

The closing section of a letter approving a credit application

states the upper limit of the account.

indicates due dates for payments and interest charges for unpaid balances.

provides resale information and sales promotion.

states credit terms in an authoritarian tone.

Recommendation letters

follow the direct approach when the recommendation is generally positive.

are written only for truly outstanding candidates with no serious shortcomings.

are kept completely positive.

do all of the above.

When writing a letter of recommendation, you

include information that is directly related to the job being sought.

show it to the job candidate before sending it to the person who requested it.

overstate the candidate's abilities if he or she is a good friend and really wants the job.

make sure to include any negative stories you've heard about the candidate.

It may be unethical to omit negative information from a recommendation if

the information is well-known in the workplace.

the information is true and relevant.

the applicant asks you to do so.

the position is a high-ranking one.

If you have negative comments to express regarding the qualifications of a job candidate, it's best to

keep them to yourself.

include others' criticisms to support your statements.

place your criticism in the context of a generally favorable recommendation.

state your opinion strongly, since it is protected by the First Amendment.

Directives and instructions are considered routine messages because

readers are assumed to be willing to comply.

they are so frequently written.

they do not require specific action.

they contain good news.

Directives and instructions

are considered persuasive messages and follow the format for such messages.

cover the basics of who, what, when, where, why, and how.

assume that the reader already knows something about he process being described.